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Technical Service Advisor

Job ID: 105610
Location: USA Houston, TX
Status: Full Time
JobLevel: Mid Career
Company: Radio Holland USA
Contact: Alexander Gimenez
Phone: 713-378-2100
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Job Description
Technical Service Advisor

SUMMARY AND PURPOSE OF POSITION:

The Technical Service Advisor will provide technical assistance to service coordination, field service engineers and customers on installation, retrofits and demand services. Additionally, work assignments will include planning daily work dispatching for service engineering, creating quoatations and proposals for services and updating the Service Operations Manager on daily task and issues. Successful leader will have the ability to motivate the team to perform at the highest level in order to meet internal KPI's and achieve customer satisfaction. The Technical Service Advisor will be responsible in notifying management on customer feedback, quality issues, existing product performance, interacting with sales and completing required reports and various paperwork in a timely maner.


RESPONSIBILITIES:
* Technological developments in the marine and land systems
* Works with National Training Manager to stay up to date with latest Technologies available to Radio Holland service staff
* Provide technical services and helpdesk information to customers and Radio Holland service staff
* To represent Radio Holland in the best way possible with regards to Performance, Attitude, Safety, Quality and Customer Service.
* Strive to maintain the highest level of professionalism achievable through Factory training, self education, awareness of market trends, knowledge of applicable Rules and Regulations, etc
* Make sure that Service report content is good, invoicing is accurate and inventory is controlled.
* Endeavor to keep Service disputes to a minimum.
* Responsible for proper scheduling of Service jobs
* Ensure that all RH records regarding Services are accurate and up to date.
* Ensure compliance with ISO quality guidelines and procedures

TASKS:
* To work with/as Service Coordinator on technical advices for service requests as needed
* Liaise with customers via coordinators on matters relating to technical quality
* When applicable for follow up services, obtain further technical advice through research or by contacting Manufacturer for advice to Customer
* Ability to feedback information to customers and manufacturers on quality improvements on products and changes with products
* Assist Regional Managers in overseeing installations and retrofits requiring high level of technical expertise
* Ensure personal compliance with all Safety regulations of the Company and the Customer including transient sites
* Prepare for service or installation jobs by collecting necessary parts from warehouse and obtain manuals, software and technical info as available
* Gives daily directives to Service Engineers
* Accepts Service, survey, commissioning, and installation requests
* Enters all necessary data into the ERP system
* Controls the flow of spare parts for all Services
* Assembles all necessary job related paperwork for further processing
* Keeps technical bulletins, Service manuals, and installation manuals up to date
* To be the point of contact for all Service disputes
* Advise the Regional Manager (or Depot Manager) of the status of all ongoing and prospective jobs
* Registration of all non compliances to the Quality System
* Organizes and coordinates all required follow up Services


AUTHORITIES:
* To accept or reject service requests while reporting same to Management
* Develop work schedules and dispatching Field Service Engineer's
* Approvals in compliance with Company Signature Authority policy


REQUIREMENTS:
* BS in Telecommunications/Electrical Engineering or equivalent work experinece
* +8 years hands-on experience in the Martime industry
* Proven ability to manage, motivate, and develop others
* Excellent written and oral communication skills
* Proven ability to understand and use of common electrical tools for repair and/or troubleshooting
* Ability to write technical reports
* Confident and energetic personality
* Excellent organizational skills
* Exemplary customer relations skills

Contact: Alexander Gimenez
alexander.gimenez@radiohollandusa.com
713-378-2100
Location: Houston
 
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